Ubushakashatsi bwakozwe n’Ikigo cy’Abanyamerika, Bain & Company, bwagaragaje ko gukurura abakiliya mu ntangiriro byoroha, bikaba ikibazo gikomeye kubagarura baragucitseho. Ntarirarenga kuko abakiliya watakaje ushobora kubagarura.
Kugarura abakiliya bagucitseho ku gipimo cya 5% bizamura umusaruro w’ibikorwa byawe kuri 25 % kugeza kuri 95%, ukagira umurongo ngenderwaho ufatika nk’uko byagaragajwe n’ubwo bushakashatsi.
Ese birashoboka kugarura abakiliya bagucitseho? Ni gute abaguzi bawe bahabwa agaciro? Uburyo bwo gusubiza ibi bibazo bushingiye ku bintu bitatu by’ingenzi:
- Kugira umwihariko mu mikorere
Waba warigeze gutekereza ku mwihariko wawe mu gutanga servisi ku bakiliya? Umwihariko wawe ni wo ugutandukanya n’abandi bacuruzi kuko ibicuruzwa byo bishobora gusa cyangwa bikanganya ibiciro, nyamara imikorere yawe n’icyubahiro uha abakiliya bikaba bimwe mu byatuma baguhitamo bakakunambaho.
Ubushakashatsi bwa Microsoft bwatangaje ko 96% by’abakiliya bahitamo aho bagurira bitewe n’uko bafatwa. Nta muntu ukunda gutegereza, cyane cyane iyo afite ikibazo gikeneye gukemurwa byihutirwa.
Gutoza abashinzwe kwita ku bakiliya ndetse bagatanga umusaruro babitaho kinyamwuga, ni kimwe mu bikomeza ubucuruzi bwawe bakabwizera ndetse bigashimisha abakugana. Umukiliya yiswe umwami bitewe n’ibyo, umucuruzi utaguriwe yafunga imiryango.
- Gushyira imbere ubuziranenge bw’ibicuruzwa
Ibicuruzwa byujuje ubuziranenge ndetse byihariye mu mikorere yabyo ni inzira yoroshye yo gukurura abakiliya no kugarura abagucitseho. Nk’uko bitangazwa na PWC, 32% by’abakiliya bahunga aho baguriraga kubera ko nta bunararibonye bafite mu byo bakora.
Ntibihagije gushimisha abakiliya ubaha ibicuruzwa bikoranywe ubuhanga cyangwa bikozwe mu bwoko buhambaye gusa, ahubwo hari byinshi bisabwa kugira ngo utabatakaza. Ibyo birimo gutanga serivisi ku gihe, kububaha, guhanga udushya, kubabwiza ineza, kubumva n’ibindi.
- Bahe impano ziherekeje ibicuruzwa baguze
‘Rewarding Loyality’ ni imwe mu nzira nziza zo gukundisha abakiliya ibyo ukora. Ibi bijyanye no kubaha inyongezo zoroheje nyuma yo kugura, kubaha poromosiyo, igabanywa ry’ibiciro ku waguze byinshi n’ibindi.
Raporo ya Bond’Loyalty ivuga ko 77% by’abakiliya bemeza ko ubu buryo butuma batsimbarara kuri kigo runaka bagakomeza kugura ibicuruzwa byacyo.
Inkuru yatangajwe kuri Zendesk ivuga ku kintu cy’ingenzi cyatuma abakiliya batagutakaza cyangwa ukagarura abagutaye.
Iti “Niba wifuza ko abakiliya bawe bakugumaho, komeza kubavugisha na nyuma yo kugura, umenye neza niba barishimiye ibicuruzwa byawe, aho babinenze hakosorwe kandi basabwe imbabazi.”
Ikomeza igira iti “Nibahabwe rugari, bisanzure bavuga uko babona ibikorwa byawe kandi ibyo batishimiye basabwe imbabazi, niba bishoboka bahabwe ibyo bakeneye kandi bafatwe neza ku buryo biyumva nk’aho ari abafatanyabikorwa.”
Abakiliya bagira uruhare mu iterambere ry’umucuruzi akaba ariyo mpamvu badakwiye gufashwa bisa nk’aho abikiza.
